At Napoleon Kitchen Store, we stand behind the quality of our premium outdoor cooking equipment. We are committed to your complete satisfaction with every product you purchase from bbqcookwares.com. If for any reason you are not entirely satisfied with your purchase, we are here to help with a straightforward returns and exchanges process.

Return & Exchange Eligibility

To be eligible for a return or exchange, your item must be:

  • Returned within 15 days of receiving your order.
  • In its original, unused condition, with all tags and packaging intact.
  • Accompanied by the original proof of purchase (order number).
Please Note: Due to health and safety reasons, we cannot accept returns or exchanges on the following products once they have been opened or used:
  • Charcoal & Pellets (Opened bags cannot be returned for safety and hygiene reasons)
  • Brushes & Cleaning Tools (If used, for hygiene reasons)
  • Food Preparation items (If opened or used)
All products must be returned in their original saleable condition.

The Returns & Exchanges Process

  1. Initiate Your Request: Within 15 days of receipt, email our customer service team at [email protected] with your order number and details about the product you would like to return or exchange. You may use the template provided below.
  2. Wait for Authorization: Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Returns will not be accepted without an RMA number.
  3. Ship Your Return: Carefully pack the item(s) in the original packaging. Include a copy of your proof of purchase and the RMA number clearly visible on the outside of the box. Ship your return to the address provided in your instructions. We recommend using a trackable shipping service as you are responsible for the item until it arrives at our facility.
  4. Inspection & Processing: Once received, our quality team will inspect the item(s). Upon approval, we will process your exchange or refund within 5 business days.

Return Shipping Costs

For returns due to our error (e.g., incorrect item shipped, defective item), we will provide a prepaid shipping label.

For returns or exchanges for other reasons (e.g., change of mind), the customer is responsible for all return shipping costs.

Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

Timeline: If approved, your refund will be processed within 5 business days. The funds will be returned to your original method of payment (Visa, MasterCard, JCB, or PayPal account).

Important: Depending on your card issuer’s policies, it may take an additional 5-10 business days for the refund to be fully reflected on your credit card statement or in your PayPal account.

Please note that original shipping fees are non-refundable for returns based on customer preference.

Exchanges

To exchange an item for a different product, please follow the standard returns process. Once your return is received and approved, we will process a refund for the original item. You can then place a new order for the desired item on our website.

Return Request Email Template

To initiate your return or exchange, please email us at [email protected] using the following template:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Napoleon Kitchen Store Customer Service Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the Product] Reason for Return/Exchange: [Please specify the reason] Please provide me with the Return Merchandise Authorization (RMA) number and further instructions. Thank you, [Your Full Name] [Your Phone Number]

Need More Help?

Our dedicated customer service team is here to ensure your experience with Napoleon Kitchen Store is exceptional, just like our grills. For any questions regarding returns or exchanges, please don’t hesitate to contact us.

Email: [email protected]
Address: 4238 Stratford Court, Cary, US 27513